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AI-generated summary

Genesys Cloud provides canned response libraries to enable agents to quickly access predefined responses when interacting with customers. Agents can view, manage, and utilize canned response libraries that contain categorized responses to commonly asked questions and requests. This allows agents to efficiently provide consistent, accurate responses during service interactions. Administrators can create and organize canned response libraries and grant agents permission to access libraries relevant to their roles.

PrerequisitesClick to expand

Click Admin > Contact Center.
Click Canned Responses.
Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
Click Libraries.
To view the list of libraries from a division, select the specific Division from the drop down list.
Note: The Division drop down displays only those divisions for which you have access.

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